implementing itil webinar · 2014. 12. 11. · itil® practitioner, service manager iso/iec 20000...
TRANSCRIPT
© 2008 ITSM Academy, Inc.
IT Infrastructure LibraryIT Infrastructure Library™™ (ITIL)(ITIL)
ITIL® is a registered
trademark of the Office of Government Commerce
The IT Infrastructure Library (ITIL®)
Implementing ITIL®
© ITSM Academy2
About ITSM AcademyAbout ITSM Academy
Accredited ITSM Education ProviderITIL® Foundation (V2 and V3) ITIL® Foundation Bridge CourseITIL® Practitioner, Service ManagerISO/IEC 20000 certificationsPractical workshops
PMI Global Registered Education ProviderPublic Training Center in Fort Lauderdale, FLCorporate on-site classesOver 12,500 learners trained since 2003
2007 - Awarded Federal Government Schedule Contract (GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government
© 2008 ITSM Academy, Inc.
There is No Finish LineThere is No Finish Line
Starting a Continuous Service Improvement Program
© 2008 ITSM Academy, Inc.
Elements of a CSIPElements of a CSIP
What is the Vision?
Where are we now?
Where do we want to be?
How do we check our milestones have been
reached?
Business Objectives
Assessment
Measurable Targets
Metrics
How do we get where we want to be?
Process Improvement
How do we keep the momentum
going?
© 2008 ITSM Academy, Inc.
What is the Vision?What is the Vision?
Where do we want to be?
© 2008 ITSM Academy, Inc.
Vision StatementVision Statement
Describes CSIP aim and purposeSpeaks to business benefitsClarifies the ITSM programMotivates people to actionCoordinates actionsOutlines senior management viewAddress Pain Points
© 2008 ITSM Academy, Inc.
Where are we now?Where are we now?
Assessing the current state
© 2008 ITSM Academy, Inc.
Assessments Assessments
Are goals realistic and achievable?How is IT performance measured and reported?Are achievements communicated?Are roles, responsibilities, and tasks clear?Assess skills and develop formal training plans.Assess people, process, products, partnersEstablish baselines for process improvement
© 2008 ITSM Academy, Inc.
Service Strategy Service Design Service Transition Service Operation CSIService Portfolio
Financial
Demand Service Catalog
Service Level
Availability
Capacity
IT Service Continuity
Information Security
Supplier
Change
Service Asset and Configuration
Release and Deployment
Knowledge
Event
Incident
Problem
Request Fulfillment
Access
7-Step Improvement
Processes Span the Processes Span the Service LifecycleService Lifecycle
© 2008 ITSM Academy, Inc.
Where do we want to be?Where do we want to be?
© 2008 ITSM Academy, Inc.
Set Goals and ExpectationsSet Goals and Expectations
Are your services defined?Do you have a Service Portfolio?Set expectations for Service Level Management.Get stakeholder agreements in principleSet incremental goals: 3, 6, 9, monthsPrioritize goals to steer the CSIP and initiativesHow will you know if the goals have been reached?
© 2008 ITSM Academy, Inc.
Perform a Gap AnalysisPerform a Gap Analysis
Document gaps in people, process, products and partnersGuides improvement prioritiesIdentify risks and development opportunitiesPrioritize implementation approach
© 2008 ITSM Academy, Inc.
Look for Quick WinsLook for Quick WinsWhat can you do now?Seek to ease areas of continual pain
Define your Services – create a catalogIncident tracking and record qualityIncident matching and trendingRecording/communicating changesCustomer contact Fragile infrastructure managementFaster response through escalationsKnowledge transfersLeveraging existing tools
Pick the low-hanging fruit
© 2008 ITSM Academy, Inc.
How do we get where we How do we get where we want to be?want to be?
Process Improvement
© 2008 ITSM Academy, Inc.
What do you need?What do you need?
Individual accountabilityLogical activitiesCross departmentalDefined proceduresRepeatable, consistentGlobal standards
Management commitmentManagement participationCompensation/RewardsValues/Beliefs Coaching and Enabling Career Growth
Teamwork enabledITSM Tools
Integrated Data SharingKnowledge ManagementManagement Information
Enhanced skillsMulti-function teamsValues/BeliefsCulture biasesTrainingCareer Development
© 2008 ITSM Academy, Inc.
How do we check our milestones How do we check our milestones have been reached?have been reached?
Critical Success Factors Key Performance Indicators
© 2008 ITSM Academy, Inc.
What should you measure?What should you measure?
Critical Success FactorsSmall number of things that must be right within each ITSM process
Key Performance IndicatorsMetrics to ensure CSFs are being met
Customer Satisfaction SurveysBusiness perception of IT Service quality
At the end of each CSIP stage, conduct a Post-Implementation Review to ensure objectives are being met and readiness for nextimprovement target
© 2008 ITSM Academy, Inc.
How Do We Keep the How Do We Keep the Momentum Going?Momentum Going?
© 2008 ITSM Academy, Inc.
Implementation GuidanceImplementation Guidance
Introducing any new process is a major changeDo not under estimate the effort neededIt will affect Staff, Users, Customers Initial enthusiasm will dim from learning curves, unfamiliar procedures, parallel work Enthusiasm will rise again with tangible benefits
Acknowledge and celebrate “Quick Wins”Avoid abandonment at first signs of difficultyManagement must “stick to it” and encourage staff to do the same
© 2008 ITSM Academy, Inc.
Start anywhere – just start!Joyce Vonada, CIO, AutoNation
It’s not a question of whether you are doing these processes, it’s a question of how well – or poorly – you are doing them.
Ken Wendle, former President, itSMF USA
Parting ThoughtsParting Thoughts
There is no finish line…Nike Advertisement
© 2008 ITSM Academy, Inc.
Remember the GoalRemember the Goal……..
© 2008 ITSM Academy, Inc.
ITSM Academy, Inc.ITSM Academy, Inc.